In continuing our series on creating an elevated hospitality environment, I want to talk about something that most of us probably don’t think about. We tend to think our service or job is the most important thing and the quality of our work is what people are paying us for. While it is necessary to think about the quality of the product or service you provide, more importantly you have to think about the people. You are not serving the food item or service to the person, you are serving the person with food or whatever service you provide. When you view it this way you can really make a difference and as a business owner this will be reflected in how you run your business, and the JOY you have by running that business.
One way you can provide this superior service to your customers is to be thoughtful about how you spend your time during an event. Whenever you are trying to create an elevated hospitality environment for people that need to be taken care of at a higher level it is important to walk through the crowd slowly.
This is a cliché term in some circles but it is full of so much wisdom. What does it actually mean? It is a way of saying take your time; may eye contact. Stop to speak, shake hands and ask people how they are doing. Ask them a question that lets them know you want time with them. Stay off your phone or watch and be where your feet are. Make sure you have the staff that can get the details done.
As a business owner it can be difficult to take your time when you are going from task to task. Some people may not be as task oriented, but I am a “doer” so I have a tendency to rush to get things done. I have to remind myself to take time for people. Businesses are about people. I have said this often, people do business with people not with businesses. They can get a service done from anyone, but they chose you for a reason!
No matter what business you are in: food, insurance, cars, lawn care, etc – it is about people! You want to bring value to people and make them feel important. When you walk through the crowd slowly you can see people. You can look them in the eye, you can call them by name. In a previous post, we talked about the 30 minutes before and after the event being very important. While you might not have the opportunity to connect with people as easily during the event, you can be intentional about taking your time as you move through the crowd.
You can’t be in a rush. If you are rushing around it causes those around you to feel stressed. When someone pays you for a service they are paying for your service and for peace of mind. Especially in this day and age, good quality service is something that will make you stand out among other businesses. You will have an advantage by creating an environment that is peaceful, calming, and makes your customers and guests feel valued. Next time you are hosting an event or serving a group of people try to walk slowly through the crowd and notice how differently people respond to you.
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